Lead BPO Executive

ABOUT THE ROLE We are looking for an experienced and proactive Lead BPO Executive to oversee day-to-day operations, lead a team of 89 members, and act as the primary point of contact for client communications. The ideal candidate brings deep BPO process expertise, a working knowledge of IT infrastructure, and the leadership ability to drive team performance while maintaining consistent service excellence. KEY RESPONSIBILITIES Manage and mentor a team of 89 BPO executives, ensuring high performance and accountability Plan and oversee shift scheduling to maintain optimal operational coverage across all hours Handle and supervise inbound and outbound call processes, monitoring quality and resolution rates Coordinate and lead client meetings; prepare and deliver regular performance and status reports Monitor, manage, and ensure full adherence to defined SLAs and KRAs Develop, maintain, and update Standard Operating Procedures (SOPs) and process documentation Design and deliver struc...